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When I needed help they were there to deliver

Posted By SSGR

"When I needed help they were there to deliver"

About: General practices in Lothian Scottish Ambulance Service / Ambulance Control Centre

(as the patient),

I took suddenly took unwell while visiting a museum in Edinburgh. Twice an ambulance was called for and twice we were told to Call my GP.

Eventually a member of museum staff took me in his own car to North Berwick Group Practice, where I was literally bundled in in excruciating pain.

Within seconds of arrival, I had 3 GP's attending to me who quickly grasped I was in severe pain and discomfort and that something was pretty wrong with me. They wasted no time in calling for an ambulance. All the staff here were absolutely outstanding showing real care and compassion.

Where I have been let down by dispatch for an ambulance, I was taken care of to the highest standard at North Berwick Group Practice.

GP's are receiving a bit of criticism at present but I cannot fault North Berwick Group Practice, when I needed help they were there to deliver.

I am extremely grateful for their help in getting me where I urgently needed to be.

Thank you.

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Responses

Response from Mariska Vernon-Stroud, Patient Experience Team Lead, Patient Experience Team, NHS Lothian 14 months ago
Mariska Vernon-Stroud
Patient Experience Team Lead, Patient Experience Team,
NHS Lothian

I gather feedback from patients to recognise good practise and supporting improving services in NHS Lothian.

Submitted on 26/08/2024 at 15:04
Published on Care Opinion at 15:04

Dear SSGR,

Thank you so much for taking the time to share you experience. It sounds like quite a frightening time. I am so please to hear about the care, treatment and responsiveness you received from North Berwick Group Practice in a time of real need. I have passed on your story to them and I'm sure they will be so delighted to receive your gratitude.

Thank you once again and I wish you all the best in your recovery.

Mariska

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Response from Alan Martin, Clinical Development Manager, National Operations, Scottish Ambulance Service 13 months ago
Alan Martin
Clinical Development Manager, National Operations,
Scottish Ambulance Service

Submitted on 28/08/2024 at 12:35
Published on Care Opinion at 12:35

picture of Alan Martin

Dear SSGR,

Many thanks for taking the time to share your feedback here on CareOpinion. I am so sorry to read about what happened to you, that must have been terrifying. I do hope that you are feeling better. If you would like we can look into the calls that were made and review them to understand why the result was to call your own GP? If there is any learning here we would graciously accept it also. To do so we would need to know the date, time and address that the Ambulance was called for and also name. This information can be sent to sas.feedback@nhs.scot for the team to pick up.

If you do decide to do this, would you be so kind as to make reference to your CareOpinion username so that the team can easily locate your story.

I wish you all the very best and I hope your recovery is going smoothly. Thanks again.

Kind Regards

Alan

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